DIRECTOR for Customer Service

Medicare Plus Inc; Manila; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Medicare Plus Inc in Manila is seeking an experienced Customer Service Leader to oversee operations of our HMO customer service teams. This on-site role requires 5–8 years in customer service, with at least 10 years in management, and a Bachelor’s degree in Healthcare-related field.

You will develop service strategies, drive performance metrics, and ensure compliance with HMO policies and PHIC guidelines while coaching staff and handling high-level cases for members and corporate clients.

Qualifications

• Bachelor's degree in Medical Allied, Healthcare Management, or related field.
• 5–8 years of customer service experience, preferably in HMO/healthcare.
• Minimum 10 years in a managerial or leadership role.

Responsibilities

• Develop and implement customer service strategies and standards.
• Oversee daily operations of customer service teams (calls, emails, walk-ins).
• Ensure timely resolution of member concerns, complaints, and escalations.
• Monitor performance metrics and drive improvements.
• Collaborate with internal departments (claims, providers, concierge, operations).
• Ensure compliance with HMO policies and PHIC guidelines.
• Lead training, coaching, and development of customer service staff.
• Handle high-level or sensitive cases involving members or corporate clients.
• Identify opportunities to enhance customer experience and service efficiency.

Skills

Customer service leadership

Operations management

Stakeholder collaboration

Education

Bachelor's degree in Healthcare Management

Job description

On-site - Manila 5-10 Yrs Exp Bachelor Full-time

Job Description

Key Responsibilities:

• Develop and implement customer service strategies and standards
• Oversee daily operations of customer service teams (calls, emails, walk-ins)
• Ensure timely and effective resolution of member concerns, complaints, and escalations
• Monitor performance metrics (e.g., response time, satisfaction ratings) and drive improvements
• Collaborate with internal departments (claims, providers, concierge, operations)
• Ensure compliance with HMO policies and regulations, including Philippine Health Insurance Corporation guidelines
• Lead training, coaching, and development of customer service staff
• Handle high-level or sensitive cases involving members or corporate clients
• Identify opportunities to enhance customer experience and service efficiency

Qualifications:

• Bachelor's degree in Medical Allied, Healthcare Management, or related field
• 5-8 years of experience in customer service, preferably in HMO/healthcare
• Minimum 10 years in a managerial or leadership role
• Strong knowledge of HMO operations and customer service best practices

Working Location

Manila, National Capital Region, Philippines